National Housing Federation 12 October Mike Biles - Housing Ombudsman. The new complaints mechanism

Size: px
Start display at page:

Download "National Housing Federation 12 October Mike Biles - Housing Ombudsman. The new complaints mechanism"

Transcription

1 National Housing Federation 12 October 2011 Mike Biles - Housing Ombudsman The new complaints mechanism

2 communication

3 The new complaints mechanism How the mechanism will work Changing role of the ombudsman What will not change

4 Localism Bill 2010 Cl. 167(7A) A complaint against a social landlord is not duly made to a housing ombudsman under an approved scheme unless it is made in writing to the ombudsman by a designated person by way of referral of a complaint made to the designated person.

5 designated person means: (a) a member of the House of Commons (b) member of the local housing authority for the district in which the property concerned is located, or (c) a designated tenant panel for the social landlord

6 Cl. 167(7B) In paragraph 7A(2)(C) designated tenant panel means a group of tenants which is recognised by a social landlord for the purpose of referring complaints against the social landlord.

7 Enforcement of a HO s determinations 7C The Secretary of State may by order make provision for, or in connection with, authorising a housing ombudsman under an approved scheme to apply to a court or tribunal for an order that a determination made by the ombudsman may be enforced as if it were an order of the court.

8 Housing Ombudsman MP and or local councillor and or Tenant Panel Tenant complains to landlord

9 House of Lords Report Stage - 7 September 2011 Amendments: dual track no enforcement powers duty to explain how compensation calculated

10 Baroness Hanham I am happy to look again at the second stage and how a matter would get to the ombudsman. I give a commitment to do that before the next stage of the Bill so that we can discuss how we think that could take over...to see whether there is a way through here without absolutely undermining the provisions that the Government wish to introduce. The Government believe that local people who are associated with local housing and have become disconnected from it should be aware of what is going on and be capable of dealing with a lot of the problems that tenants have without them having to approach the ombudsman. My offer is one of discussions to see whether there is a way through. If we have not found one by Third Reading, we will be able to deal with the matter then. I am very happy to look at how we can deal with the question of whether it is a requirement for the MP or local councillor to be the final arbiter of when a matter is passed on to the Local Ombudsman.

11 Changing role of the Ombudsman jurisdiction all social housing w.e.f. 1 April 2013 designated persons new offer to the sector new strategy new Vision new Mission

12 Vision working with others to increase trust in dispute resolution and to improve landlord and tenant relations

13 Mission : impartial dispute resolution in rented housing

14 MISSION We shall work with landlords and tenants impartially to resolve disputes that come to us using processes that are fair, evidence-based, free of bias and free of prejudice. These principles of DR are the basis of our work with landlords, MPs, councillors and Tenant Panels to resolve disputes that come to them and with Tenants so they understand these principles. Together we will achieve accessible DR that will be of benefit to both landlords and tenants, and encourage landlords to use these outcomes to improve the services they provide.

15 Mission primary outcomes The primary outcomes of our vision and mission are that, in 2016: tenants and landlords have increased trust in dispute resolution tenant and landlord relations are improved landlords have a positive view of complaints designated persons are able to play their part, and housing and tenant bodies are engaged in the formulation of our strategy, dispute resolution principles, and delivery mechanisms.

16 governance new terms of reference new processes internal structure DR principles learning delivery tools

17 What will not change? culture performance customer care philosophy still be an ombudsman still champion complaints improving service

18 Customer care valuing the individual diversity emotional intelligence HOS delivers justice in the form of fair, balanced outcomes through an impartial and quality-controlled process and excellent customer care getting the balance right between customer care and impartiality.

19 Customer care emotional intelligence and diversity gathering evidence analysing evidence communicating decisions social skills social skills self control listening empathy diversity help support courteous friendly clinical (emotion free) self-awareness (prejudice / bias) self-regulation (personal feelings) self control listening empathy diversity help support courteous friendly

20 Philosophy service quality not a regulator conciliator / problem-solver outcomes - positive culture

21 independent effective efficient fair appropriate proportionate transparent ethical consistent respected relevant

22 Still be an ombudsman

23 statutory Ombudsman Secretary of State approved not for profit independent impartial free at point of use

24 access to justice not available in courts fair and reasonable in all the circumstances private no need for professional advice level the playing field

25 inquisitorial spirit of enquiry not combat conciliation rather than victory ferret out the facts flexible discretion process tailor procedure examine records interview witnesses use professional experts

26 publication of decided cases non-compliance is rare complainants remain anonymous accountable effective systemic issues

27 ownership (of complaint) resident trigger? more than a complaints dept. outcome wider than complaint

28 no appeal no costs appropriate remedy/ies outcomes added value ( key strength ) information and guidance

29 specialist expertise not bound by legal rules of evidence no need for appearances (as in court)

30 Benefits of positive complaints culture? shop around - customers go elsewhere - MP, solicitor, press etc continuous service improvement improved resident confidence and satisfaction/ relationship improved credibility and image

31 improved customer loyalty (loyal customers spread good news ) early warning system prevention of repeat complaints reduced / avoided litigation improved understanding at Board and management levels of strengths & weaknesses of service

32 low cost consultancy better targeting of resources improved employee satisfaction core of quality service information about the business discover what customers really want

33 reduce voids avoid costs - extra collection expense - payments delayed / withheld - poor image - increased media cost optimise revenue - unhappy customers = costly

34 Provider CEO: given our determination to provide a service to customers that is of high quality and at the same time continues to improve, we well appreciate the contribution that complaint handling and learning from our mistakes actually makes towards achieving our ambitions

35 Aldwych House Aldwych London WC2B 4HN

CIH and HouseMark response to the DCLG select committee s call for evidence on the Housing Ombudsman Service. September 2012

CIH and HouseMark response to the DCLG select committee s call for evidence on the Housing Ombudsman Service. September 2012 CIH and HouseMark response to the DCLG select committee s call for evidence on the Housing September 2012 Submitted by email to: clgev@parliament.uk This consultation response is one of a series published

More information

HS/ Housing Solutions Localism Act 2012 Housing Act 2004 Data Protection Act 1998 Data Protection Policy Inclusion Strategy

HS/ Housing Solutions Localism Act 2012 Housing Act 2004 Data Protection Act 1998 Data Protection Policy Inclusion Strategy Reference: Scope: Legislation: Related Policies: HS/ Housing Solutions Localism Act 2012 Housing Act 2004 Data Protection Act 1998 Data Protection Policy Inclusion Strategy Approved: 16/02/16 Date of next

More information

Housing Ombudsman. Memoranda received up to 12 September 2012:

Housing Ombudsman. Memoranda received up to 12 September 2012: Communities and Local Government Committee House of Commons London SW1P 3JA Tel 020 7219 4972 Fax 020 7219 6101 Email clgcom@parliament.uk Website www.parliament.uk Memoranda received up to 12 September

More information

Tenant s Scrutiny Panel and Designated Persons and Tenant s Complaints Panel

Tenant s Scrutiny Panel and Designated Persons and Tenant s Complaints Panel Meeting: Social Care, Health and Housing Overview and Scrutiny Committee Date: 21 January 2013 Subject: Report of: Summary: Tenant s Scrutiny Panel and Designated Persons and Tenant s Complaints Panel

More information

Minimum Educational Requirements

Minimum Educational Requirements Minimum Educational Requirements (MER) For all persons elected to practice in each Member Association With effect from 1 January 2011 1 Introduction 1.1 The European Group of Valuers Associations (TEGoVA)

More information

MEMORANDUM OF UNDERSTANDING. between THE LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN & THE HOUSING OMBUDSMAN

MEMORANDUM OF UNDERSTANDING. between THE LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN & THE HOUSING OMBUDSMAN MEMORANDUM OF UNDERSTANDING between THE LOCAL GOVERNMENT AND SOCIAL CARE OMBUDSMAN & THE HOUSING OMBUDSMAN 1 Introduction The Localism Act 2011 introduced changes to the jurisdiction of the Local Government

More information

Ombudsman Services, LEASE and redress options for leaseholders

Ombudsman Services, LEASE and redress options for leaseholders www.lease-advice.org Ombudsman Services, LEASE and redress options for leaseholders Nicolette Granite and Anthony Essien NLG - 15 June 2017 www.lease-advice.org 2 This morning A. Redress 1. Redress before

More information

How TDS deals with disputes relating to non-assured Shorthold Tenancies

How TDS deals with disputes relating to non-assured Shorthold Tenancies How TDS deals with disputes relating to non-assured Shorthold Tenancies You have reached the end of the tenancy but can t agree what should happen to the deposit. What should you do now? This document

More information

Leasehold Management Policy

Leasehold Management Policy UNCONTROLLED WHEN PRINTED Policy Contents 1 Aims and Objectives 2 Definitions 3 Legal and regulatory framework 4 Key aspects of service delivery 5 Monitoring 6 Staff Training 7 Review 8 Equality Impact

More information

Briefing paper A neighbourhood guide to viability

Briefing paper A neighbourhood guide to viability Briefing paper A neighbourhood guide to viability 2 Introduction Community Led Design and Development is a programme funded by the Department for Communities and Local Government s Tenant Empowerment Programme

More information

CIC Approved Inspectors Register (CICAIR) Code of Conduct for Approved Inspectors

CIC Approved Inspectors Register (CICAIR) Code of Conduct for Approved Inspectors CIC Approved Inspectors Register (CICAIR) Code of Conduct for Approved Inspectors CICAIR Limited, 26 Store Street, London, WC1E 7BT T: 020 7399 7403 E: cicair@cic.org.uk Effective: 1 January 2017 (Previous

More information

Who should read this? How To (Post-Tenancy) Tenants Agents Landlords. The dispute process

Who should read this? How To (Post-Tenancy) Tenants Agents Landlords. The dispute process Who should read this? How To (Post-Tenancy) Tenants Agents Landlords The dispute process You have reached the end of the tenancy but can t agree what should happen to the deposit. What should you do now?

More information

Recognition of Prior Learning (RPL) Application NSW

Recognition of Prior Learning (RPL) Application NSW NSW Real Estate Training College PO Box 601, Hornsby NSW 2077 Phone: 02 9987 2322 Fax 02 9479 9720 rpl@realestatetraining.com.au www.realestatetraining.com.au Recognition of Prior Learning (RPL) Application

More information

Voluntary Right to Buy Policy. Dan Gray, Executive Director, Property

Voluntary Right to Buy Policy. Dan Gray, Executive Director, Property Policy title: Scope: Policy owner & job title: Approver: Voluntary Right to Buy Policy Aspire Housing Alice Newman, Land and Stock Intelligence Manager Dan Gray, Executive Director, Property Date: 07/2018

More information

Customer Engagement Strategy

Customer Engagement Strategy Customer Engagement Strategy If you have difficulty with sight or hearing, or if you require a translated copy of this document, we would be pleased to provide this information in a form that suits your

More information

Executive Summary of the Direct Investigation Report on Monitoring of Property Services Agents

Executive Summary of the Direct Investigation Report on Monitoring of Property Services Agents Executive Summary of the Direct Investigation Report on Monitoring of Property Services Agents Introduction As the Housing Authority ( HA ) s executive arm, the Housing Department ( HD ) is responsible

More information

Recognition of Prior Learning (RPL) Application NSW. Surname: Given Names: Company: Address: Phone Work: Phone Home: Mobile:

Recognition of Prior Learning (RPL) Application NSW. Surname: Given Names: Company: Address: Phone Work: Phone Home: Mobile: Create your future NSW Real Estate Training College realestatetraining.com.au Recognition of Prior Learning (RPL) Application NSW PO Box 601, HORNSBY NSW 2077 Real Estate Agents Licence Applicant Details

More information

Qualification Snapshot CIH Level 3 Certificate in Housing Services (QCF)

Qualification Snapshot CIH Level 3 Certificate in Housing Services (QCF) Qualification Snapshot CIH Certificate in Housing Services (QCF) The Chartered Institute of Housing (CIH) is an awarding organisation for national qualifications at levels 2, 3 and 4. CIH is the leading

More information

Welsh Government Housing Policy Regulation

Welsh Government Housing Policy Regulation www.cymru.gov.uk Welsh Government Housing Policy Regulation Regulatory Assessment Report August 2015 Welsh Government Regulatory Assessment The Welsh Ministers have powers under the Housing Act 1996 to

More information

What Every New Zealander Should Know About Relationship Property

What Every New Zealander Should Know About Relationship Property What Every New Zealander Should Know About Relationship Property ARE YOU IN A RELATIONSHIP COVERED BY THE LAW OF RELATIONSHIP PROPERTY? The Property (Relationships) Act 1976 affects the lives of almost

More information

Empty Properties Enforcement Protocol

Empty Properties Enforcement Protocol Empty Properties Enforcement Protocol 1. Introduction 1.1 Ealing Council will take every step it can to assist owners of empty properties in bringing the accommodation back into use. The details of this

More information

Boundary Disputes. Geomatics Client Guides. A clear impartial guide to... Check. They re Chartered.

Boundary Disputes. Geomatics Client Guides. A clear impartial guide to... Check. They re Chartered. Check. They re Chartered. Geomatics Client Guides A clear impartial guide to... Boundary Disputes Property Registration Boundary Dispute Resolution Boundary Identification and Demarcation A clear, impartial

More information

Rules for the independent resolution of tenancy deposit disputes. 1st Edition, 1st April 2016

Rules for the independent resolution of tenancy deposit disputes. 1st Edition, 1st April 2016 Rules for the independent resolution of tenancy deposit disputes 1st Edition, 1st April 2016 Contents Introduction Page 4 Dispute resolution by TDS Custodial Page 4 How adjudication works Page 4 Key adjudication

More information

Property Consultants making a real difference to your business

Property Consultants making a real difference to your business Property Consultants making a real difference to your business Making commercial sense of property Focused on commercial benefits Making property add value to your business In everything we do, we are

More information

Property. Management. Performance.

Property. Management. Performance. Property. Management. Performance. 2 4 6 PROPERTY MANAGEMENT FROM A DIFFERENT ANGLE TENANCY MANAGEMENT (RESIDENTIAL LETTINGS) PRIVATE RENTED SECTOR MANAGEMENT Brunsfield specialises in residential lettings,

More information

January to December Property Sector Report

January to December Property Sector Report Property Sector Report January to December 2017 Property Sector Report January to December 2017 Property Sector Report January - December 2017 New ways of working In our Investigations process we ran a

More information

Tenancy Policy Introduction Legal Framework Purpose Principles Policy Statement Tenancy Statement...

Tenancy Policy Introduction Legal Framework Purpose Principles Policy Statement Tenancy Statement... 1 Tenancy Policy January 2014 Table of Contents Tenancy Policy... 1 Introduction... 2 Legal Framework... 2 Purpose... 3 Principles... 3 Policy Statement... 4 Tenancy Statement... 4 Tenancy Types... 5 Assured

More information

NHF Board Member conference Managing tenant scrutiny 2 nd Feb 2013

NHF Board Member conference Managing tenant scrutiny 2 nd Feb 2013 NHF Board Member conference Managing tenant scrutiny 2 nd Feb 2013 What is required? involvement in housing related policies & services; scrutiny of performance & support for the formation and activities

More information

Council to Homeless Persons Dispute resolution Issues Paper

Council to Homeless Persons Dispute resolution Issues Paper Council to Homeless Persons Dispute resolution Issues Paper Table of contents Introduction... 3 Policy goals... 3 Information and advice services... 4 Independent third-party assistance... 5 Victorian

More information

Introduction of a Land Registry service delivery company

Introduction of a Land Registry service delivery company Introduction of a Land Registry service delivery company Response by the Council of Mortgage Lenders to the Department for Business, Innovation and Skills Introduction 1. The CML is the representative

More information

Registered as a Scottish Charity - No. SC030751

Registered as a Scottish Charity - No. SC030751 Registered as a Scottish Charity - No. SC030751 Foreword Welcome to SBHA s third Tenant Participation Strategy which has been produced through partnership working including members of Scottish Borders

More information

2018 Planning and Environment Law Assessment Requirements

2018 Planning and Environment Law Assessment Requirements 2018 Planning and Environment Law Assessment Requirements These notes should be read in conjunction with the 2018 Guide to Application and Assessment. They will assist practitioners interested in becoming

More information

Housing Programme (Level 3) CIH L3 Housing Certificate NVQ L3 in Housing Functional Skills (L2 English and Maths) Information.

Housing Programme (Level 3) CIH L3 Housing Certificate NVQ L3 in Housing Functional Skills (L2 English and Maths) Information. Information Housing Programme (Level 3) CIH L3 Housing Certificate NVQ L3 in Housing Functional Skills (L2 English and Maths) An Introduction Contents Housing Programme: Level 3... 4 Introduction... 4

More information

Tenancy Policy Dale & Valley Homes Durham City Homes and East Durham Homes

Tenancy Policy Dale & Valley Homes Durham City Homes and East Durham Homes Tenancy Policy Dale & Valley Homes Durham City Homes and East Durham Homes Version Author Date Review date Comments/amendments This policy outlines the way in which County Durham Housing Group and the

More information

LEASEHOLD MANAGEMENT POLICY

LEASEHOLD MANAGEMENT POLICY LEASEHOLD MANAGEMENT POLICY 1. Introduction 1.1 On the 21 st January 2008, all leasehold properties sold by Monmouthshire County Council under the Right to Buy legislation, were transferred to MHA. 1.2

More information

Policy Updated: Leasehold Management Policy

Policy Updated: Leasehold Management Policy Leasehold Management Policy LEASEHOLD MANAGEMENT POLICY STATEMENT Our vision is: - Provide Homes - Improve Wellbeing - Strengthen Communities Our Core purpose: Providing homes to be proud of and helping

More information

GUIDANCE FOR LANDOWNERS AND OCCUPIERS ON CONTRIBUTIONS TOWARDS PROFESSIONAL COSTS

GUIDANCE FOR LANDOWNERS AND OCCUPIERS ON CONTRIBUTIONS TOWARDS PROFESSIONAL COSTS GUIDANCE FOR LANDOWNERS AND OCCUPIERS ON CONTRIBUTIONS TOWARDS PROFESSIONAL COSTS In order to meet the growing demand for reliable electricity supplies, we at Northern Powergrid are continually working

More information

Real Estate Council of Alberta. An introduction 1

Real Estate Council of Alberta. An introduction 1 Real Estate Council of Alberta An introduction 1 2 Real Estate Council of Alberta - An introduction Welcome At the heart of Alberta s real estate industry is an organization where people work cooperatively

More information

GUI DE T O COM PL AI N T S : IN D UST R Y P R O FE SS ION ALS

GUI DE T O COM PL AI N T S : IN D UST R Y P R O FE SS ION ALS GUI DE T O COM PL AI N T S : IN D UST R Y P R O FE SS ION ALS This guide provides consumers with information on the Real Estate Council of Alberta (RECA) complaint process, including how to make a complaint,

More information

Leasehold Management Policy

Leasehold Management Policy Author(s): Simon McCracken and Liz Evans Leasehold Management Policy Approved by: The Board Date: 3 rd December 2015 Date Published: 1 st January 2016 Version: Live 3.0 Review Date: December 2019 Contents

More information

DATE APPROVED: August 2015 Revision No: 3 Code: HM 11

DATE APPROVED: August 2015 Revision No: 3 Code: HM 11 TOPIC: Anti-Social Behaviour Policy DATE APPROVED: August 2015 Revision No: 3 Code: HM 11 CONTENTS 1. Introduction 2. Equalities and Diversity 3. Access to Policy Information 4. Tenant Involvements and

More information

Recommendation: That the February 3, 2015, Sustainable Development report CR_1871, be received for information.

Recommendation: That the February 3, 2015, Sustainable Development report CR_1871, be received for information. Finding Common Ground Project Update 6. 7 Recommendation: That the February 3, 2015, Sustainable Development report CR_1871, be received for information. Report Summary This report presents initiatives

More information

Ombudsman Toronto Enquiry Report. Enquiry into the City of Toronto's Handling of a Building Permit for Construction of a House.

Ombudsman Toronto Enquiry Report. Enquiry into the City of Toronto's Handling of a Building Permit for Construction of a House. Ombudsman Toronto Enquiry Report Enquiry into the City of Toronto's Handling of a Building Permit for Construction of a House May 15, 2018 Complaint Summary 1. Mr. L complained to Ombudsman Toronto. He

More information

Housing Ombudsman s evidence. CLG Select Committee 6 March Introduction. Executive Summary

Housing Ombudsman s evidence. CLG Select Committee 6 March Introduction. Executive Summary Housing Ombudsman s evidence CLG Select Committee 6 March 2017 Introduction 1. Following the Cabinet Office consultation in 2015, the Government announced in December 2015 that the Housing Ombudsman should

More information

Link Housing s Tenant Engagement and Community Development Strategy FormingLinks

Link Housing s Tenant Engagement and Community Development Strategy FormingLinks Link Housing s Tenant Engagement and Community Development Strategy 2015-2018 FormingLinks Contents CEO s Welcome 3 TAG Welcome 4 About Link 5 Links Tenants 6 Measuring Success 7 The 4 Pillars People 8

More information

What happens when the Court is involved in a tenancy deposit dispute?

What happens when the Court is involved in a tenancy deposit dispute? Who should read this? Key Documents Tenants Agents Landlords What happens when the Court is involved in a tenancy deposit dispute? Here are some pointers from TDS about choosing between sending a dispute

More information

Starter Tenancy Policy

Starter Tenancy Policy Starter Tenancy Policy Originator: Executive Management Team Approval Date: Policy and Strategy Team 12 September 2017 Review date: September 2018 1 Introduction 1.1 1.2 1.3 One Vision Housing (OVH) uses

More information

TENANTS INFORMATION SERVICE (TIS) WRITTEN SUBMISSION

TENANTS INFORMATION SERVICE (TIS) WRITTEN SUBMISSION TENANTS INFORMATION SERVICE (TIS) WRITTEN SUBMISSION 1.0 Introduction 1.1 The Tenants Information Service (TIS) is the national training, support and advice organisation working with tenants and landlord

More information

Pre-Action Protocol for Housing Disrepair Cases

Pre-Action Protocol for Housing Disrepair Cases Pre-Action Protocol for Housing Disrepair Cases [Prepared by the Housing Disrepair Protocol Working Party] PROTOCOLS Contents 1 Introduction 2 Aims of the protocol 3 Protocol 4 ALTERNATIVE DISPUTE RESOLUTION

More information

Premier Strata Management Address: 6/175 Briens Road, Northmead NSW Postal Address: PO Box 3030, Parramatta NSW 2124

Premier Strata Management Address: 6/175 Briens Road, Northmead NSW Postal Address: PO Box 3030, Parramatta NSW 2124 Privacy Policy At Premier Strata Management we are committed to offering the best service that we can, and this means ensuring that all of your personal information is used and supplied only when and where

More information

( RICS. A clear, impartial guide to. Boundary disputes. rics.org/consumerguides

( RICS. A clear, impartial guide to. Boundary disputes. rics.org/consumerguides ( RICS A clear, impartial guide to Boundary disputes rics.org/consumerguides Contents Moving in...3 Living with your boundaries...4 Changes to your boundaries...4 Dealing with disputes...5 Free RICS guides...6

More information

Identifying brownfield land suitable for new housing

Identifying brownfield land suitable for new housing Building more homes on brownfield land Identifying brownfield land suitable for new housing POS consultation response Question 1: Do you agree with our proposed definition of brownfield land suitable for

More information

Member consultation: Rent freedom

Member consultation: Rent freedom November 2016 Member consultation: Rent freedom The future of housing association rents Summary of key points: Housing associations are ambitious socially driven organisations currently exploring new ways

More information

Tenure and Tenancy management. Issue 07 Board approved: February Responsibility: Operations/C&SH Review Date: February 2019

Tenure and Tenancy management. Issue 07 Board approved: February Responsibility: Operations/C&SH Review Date: February 2019 Operational Manual Tenure and Tenancy management Corporate Policy Issue 07 Board approved: February 2017 Responsibility: Operations/C&SH Review Date: February 2019 1.0 Introduction 1.1 Hightown provides

More information

Policy date October 2015 Document version Version 3 National Operations Manager Review date October 2018

Policy date October 2015 Document version Version 3 National Operations Manager Review date October 2018 Policy Document Arrears Management Policy section: 1.0 Policy: 1.2.6 Section name: Establishing and Maintaining Tenancies Document name Arrears Management Applicability Mission Australia Housing Authorisation

More information

Real Estate Services Proposal

Real Estate Services Proposal Real Estate Services Proposal Prepared Especially for: For marketing the property located at: Prepared by: Therese Jaksa Keller Williams Macomb St. Clair 31525 23 Mile Road Chesterfield, MI 48047 You're

More information

PROGRAM PRINCIPLES. Page 1 of 20

PROGRAM PRINCIPLES. Page 1 of 20 PROGRAM PRINCIPLES Page 1 of 20 DEVELOPMENT OF THE PROGRAM PRINCIPLES The Program Development Project The Program Principles have been developed as part of the Planning Our Future Program Development Project

More information

CABINET REPORT. Private Sector Housing Enforcement Civil Penalties and Rent Repayment Orders. 19 July Yes. Yes. Yes. Chief Executive s.

CABINET REPORT. Private Sector Housing Enforcement Civil Penalties and Rent Repayment Orders. 19 July Yes. Yes. Yes. Chief Executive s. Appendices 3 CABINET REPORT Report Title Private Sector Housing Enforcement Civil Penalties and Rent Repayment Orders AGENDA STATUS: PUBLIC Cabinet Meeting Date: Key Decision: Within Policy: Policy Document:

More information

Residential Tenancies (Amendment) Act 2015 and the Impact on Approved Housing Bodies (AHB s)

Residential Tenancies (Amendment) Act 2015 and the Impact on Approved Housing Bodies (AHB s) Residential Tenancies (Amendment) Act 2015 and the Impact on Approved Housing Bodies (AHB s) Q. What is the Residential Tenancies (Amendment) Act? A. The Residential Tenancies (Amendment) Act 2015 was

More information

Heathrow Expansion. Land Acquisition and Compensation Policies. Interim Property Hardship Scheme. Policy Terms

Heathrow Expansion. Land Acquisition and Compensation Policies. Interim Property Hardship Scheme. Policy Terms 1 Introduction Heathrow Expansion Land Acquisition and Compensation Policies Interim Property Hardship Scheme Policy Terms 1.1 This document sets out the terms of the Interim Property Hardship Scheme (the

More information

Independent Complaints Reviewer (ICR) for Land Registry Annual Report 2014/15

Independent Complaints Reviewer (ICR) for Land Registry Annual Report 2014/15 ICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRI ICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRICRI

More information

IMPORTANT INFORMATION BEFORE FILING AN ETHICS COMPLAINT Many ethics complaints result from misunderstanding or a failure in communication.

IMPORTANT INFORMATION BEFORE FILING AN ETHICS COMPLAINT Many ethics complaints result from misunderstanding or a failure in communication. IMPORTANT INFORMATION BEFORE FILING AN ETHICS COMPLAINT Many ethics complaints result from misunderstanding or a failure in communication. Before filing an ethics complaint, make reasonable efforts to

More information

Private Sector Housing Enforcement Policy

Private Sector Housing Enforcement Policy APPENDIX B Private Sector Housing Enforcement Policy for the Regulation of Housing Standards Updated 1 August 2017 CONTENTS Page 1. Introduction 3 2. Purpose of the Enforcement Policy 3 3. Principles of

More information

STRATEGIC PLAN

STRATEGIC PLAN 2018-2020 STRATEGIC PLAN VISION The Greater El Paso Association of REALTORS is the pre-eminent source of real estate information in El Paso for its members, the public, local government, and the media.

More information

Private Sector Housing Fees & Charges Policy

Private Sector Housing Fees & Charges Policy APPENDIX C Private Sector Housing Fees & Charges Policy for the Regulation of Housing Standards Updated 1 August 2017 CONTENTS Page 1. Introduction 3 2. Purpose of the Fees & Charges Policy 3 3. Principles

More information

Tenant Participation Strategy

Tenant Participation Strategy Tenant Participation Strategy 2014 2017 Introduction Link has a strong commitment and tradition of involving tenants across the organisation in a variety of ways. Tenant participation is about sharing

More information

Professional Excellence for Alberta s REALTORS

Professional Excellence for Alberta s REALTORS Professional Excellence for Alberta s REALTORS An Alberta Real Estate Association Initiative The Standards of Professional Excellence An Alberta Real Estate Association Initiative More than 90 per cent

More information

Central Bedfordshire Council Social Care, Health and Housing Overview & Scrutiny Committee. 24 August 2015

Central Bedfordshire Council Social Care, Health and Housing Overview & Scrutiny Committee. 24 August 2015 Central Bedfordshire Council Social Care, Health and Housing Overview & Scrutiny Committee 24 August 2015 Tenant s Scrutiny Panel report on Complaints. Report of (Cllr Carole Hegley Executive Member for

More information

Release: 1. CPPDSM4011A List property for lease

Release: 1. CPPDSM4011A List property for lease Release: 1 CPPDSM4011A List property for lease CPPDSM4011A List property for lease Modification History Not Applicable Unit Descriptor Unit descriptor This unit of competency specifies the outcomes required

More information

The Scottish Social Housing Charter

The Scottish Social Housing Charter The Scottish Social Housing Charter April 2017 2 The Scottish Social Housing Charter Table of contents page 1. Introduction 2 2. Charter outcomes and standards 5 3. A note about language 12 3 1. Introduction

More information

Affordable housing expertise

Affordable housing expertise we can find the land we can conduct a survey we can handle the conveyancing we can carry out the EPC we can arrange the mortgage and much more Affordable housing expertise Affordable housing expertise

More information

Terms of Business (v4.0)

Terms of Business (v4.0) Terms of Business (v4.0) These Terms of Business set out the services The Agent can provide to The Landlord and also set out the corresponding responsibilities of The Landlord. Please read these Terms

More information

Home Report. Scotland. A guide for buyers and sellers in Scotland.

Home Report. Scotland. A guide for buyers and sellers in Scotland. Home Report A guide for buyers and sellers in Scotland Scotland www.rics.org/scotland What is a Home Report? The Home Report is a pack which contains information about a residential property (house, flat,

More information

subscribe here now! To access the Jacqui Joyce KEY This is a sample of the Landlord & Tenant Act 1954 Law Guide.

subscribe here now! To access the Jacqui Joyce KEY This is a sample of the Landlord & Tenant Act 1954 Law Guide. FREE DOWNLOAD of sample chapters! Landlord & Tenant Act 1954 Contents This is a sample of the Landlord & Tenant Act 1954. To access a, featuring all the chapters listed below, please here Please click

More information

Classification: Public. Heathrow Expansion. Land Acquisition and Compensation Policies. Interim Property Hardship Scheme 1.

Classification: Public. Heathrow Expansion. Land Acquisition and Compensation Policies. Interim Property Hardship Scheme 1. Heathrow Expansion Land Acquisition and Compensation Policies Interim Property Hardship Scheme 1 Policy Terms 1 Introduction 1.1 This document sets out the terms of the Interim Property Hardship Scheme

More information

Business and Property Committee

Business and Property Committee Business and Property Committee Item No Report title: Direct Property Development Company Date of meeting: 20 June 2017 Responsible Chief Executive Director of Finance and Officer: Commercial Services

More information

Australian Institute of Architects

Australian Institute of Architects Australian Institute of Architects Response to: Better Apartments a Discussion Paper Submission to Victorian Dept. Environment, Land, Water and Planning July 2015 SUBMISSION BY Australian Institute of

More information

Conditions of Deposit Disputes

Conditions of Deposit Disputes Conditions of Deposit Disputes Insurance based tenancy deposit protection First Edition - Effective from 7 August 2014 Introduction These Conditions of Deposit Disputes are an addendum to the mydeposits

More information

TENANCY SUSTAINMENT STRATEGY

TENANCY SUSTAINMENT STRATEGY LANGSTANE HOUSING ASSOCIATION TENANCY SUSTAINMENT STRATEGY 2017-2020 C:\Users\ayesha.reid\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.Outlook\GSBPYVBK\Tenancy Sustainment Strategy

More information

Funding and Delivery Strategies for New Housing

Funding and Delivery Strategies for New Housing Funding and Delivery Strategies for New Housing Steve Cox Corporate Director, Environment & Place Chair of Gloriana Ltd March 2017 An appetite for Growth Need for c20-30,000 homes over 20 years to support

More information

THE SCOTTISH SOCIAL HOUSING CHARTER

THE SCOTTISH SOCIAL HOUSING CHARTER HOUSING CHARTER REPORT THE SCOTTISH SOCIAL HOUSING CHARTER LOOKING BACK AT 2015/16 PLANNING AHEAD 2016/17 Chairperson Report A very warm welcome to our Annual Charter Report. As you will be aware, last

More information

NHS APPRAISAL. Appraisal for consultants working in the NHS. NHS

NHS APPRAISAL. Appraisal for consultants working in the NHS.  NHS NHS APPRAISAL Appraisal for consultants working in the NHS www.doh.gov.uk/nhsexec/consultantappraisal NHS 1. NHS appraisal for consultants Introduction This set of documents reflects the agreement on appraisal

More information

National Standards Compliance Tenancy Standard Summary Report Quarter /15

National Standards Compliance Tenancy Standard Summary Report Quarter /15 National s Compliance Tenancy 1.1.1 Registered providers shall let their homes in a fair, transparent and efficient way. They shall take into account the housing needs and aspirations of tenants and potential

More information

Scottish Government Consultation

Scottish Government Consultation Briefing paper Scottish Government Consultation Better Dispute Resolution in Housing: Consultation on Introduction of a New Housing Panel for Scotland A briefing paper from CIH Scotland January 2013 www.cihscotland.org

More information

The Seller s 6 Step Conveyancing Guide For Queensland

The Seller s 6 Step Conveyancing Guide For Queensland The Seller s 6 Step Conveyancing Guide For Queensland 1 Contents 1. 2. 3. 4. 5. 6. Appoint McColm Matsinger Lawyers to handle your conveyancing Contract Terms Unconditional Contract Settlement Calculations

More information

Document control. Supercedes (Version & Date) Version 2 February 2017

Document control. Supercedes (Version & Date) Version 2 February 2017 Tenancy Policy Document control Document Reference / Version Number Version 3 November 2017 Title of Document Authors Name(s) Angela Havens Authors Job Title(s) Head of Income & Customer Support Directorate(s)

More information

Starter (probationary) tenancy policy

Starter (probationary) tenancy policy tenancy policy Version 2.6 April 2013 Registered address: Triathlon Homes LLP, Fleet House, 59-61 Clerkenwell Road, London, EC1M 5LA Responsible officer: Author: Approved by: Head of Operations (Triathlon

More information

Acquisition and accessioning

Acquisition and accessioning Acquisition and accessioning PRIMARY PROCEDURE Definition Taking legal ownership of objects, especially (but not always) to add to your longterm collection through the process of accessioning: the formal

More information

propertymark QUALIFICATIONS LEVEL 3 AWARD IN RESIDENTIAL TENANCY DEPOSIT PROTECTION AND MANAGEMENT (ENGLAND AND WALES) QUALIFICATION SPECIFICATION

propertymark QUALIFICATIONS LEVEL 3 AWARD IN RESIDENTIAL TENANCY DEPOSIT PROTECTION AND MANAGEMENT (ENGLAND AND WALES) QUALIFICATION SPECIFICATION propertymark QUALIFICATIONS LEVEL 3 AWARD IN RESIDENTIAL TENANCY DEPOSIT PROTECTION AND MANAGEMENT (ENGLAND AND WALES) QUALIFICATION SPECIFICATION LIVE FROM JANUARY 2018 ABOUT PROPERTYMARK QUALIFICATIONS

More information

Arbon House, 6 Tournament Court, Edgehill Drive, Warwick CV34 6LG T F

Arbon House, 6 Tournament Court, Edgehill Drive, Warwick CV34 6LG T F Response to Scottish Government s consultation Draft statutory Code of Practice and training requirements for letting agents in Scotland From the Association of Residential Letting Agents November 2015

More information

Policy: FP022 Rent Accounting and Arrears

Policy: FP022 Rent Accounting and Arrears Policy: FP022 Rent Accounting and Arrears Trust Housing Association Limited Title of policy: Rent Accounting and Arrears Policy Date of adoption or last review: October 2013 Lead officer: Head of Financial

More information

Delivering Affordable Sustainable Housing. Community Land

Delivering Affordable Sustainable Housing. Community Land Delivering Affordable Sustainable Housing Community Land Trust Fund What is a Community Land Trust? It is often difficult for people to find affordable accommodation in their local community. Community

More information

POLICY: LETTINGS. 1.0 Introduction. 2.0 Background Legislation. 3.0 Definitions. 4.0 Objectives

POLICY: LETTINGS. 1.0 Introduction. 2.0 Background Legislation. 3.0 Definitions. 4.0 Objectives POLICY: LETTINGS 1.0 Introduction 1.1 Thames Valley Housing (TVH) supports Local Authorities (LAs) with their strategic housing functions and their duties to meet identified local housing needs. 1.2 We

More information

Preston Valley Irrigation Co-operative Ltd. Customer Service Charter. For. Preston Valley Irrigation Scheme

Preston Valley Irrigation Co-operative Ltd. Customer Service Charter. For. Preston Valley Irrigation Scheme Preston Valley Irrigation Co-operative Ltd Customer Service Charter For Preston Valley Irrigation Scheme 2010 Note: This Charter Is To Be Read In Conjunction With The Bylaws Revised 23-11-2010 EMERGENCY

More information

Rents for Social Housing from

Rents for Social Housing from 19 December 2013 Response: Rents for Social Housing from 2015-16 Consultation Summary of key points: The consultation, published by The Department for Communities and Local Government, invites views on

More information

BRANDON LEWIS MP MINISTER OF STATE FOR HOUSING AND PLANNING

BRANDON LEWIS MP MINISTER OF STATE FOR HOUSING AND PLANNING Legacy s exciting approach will create new homes and give young people many opportunities through education and sport. It is showing the way by building vibrant communities, backed by private sector investment,

More information

With you in business, with you in life. blasermills.co.uk. Real Estate & Development

With you in business, with you in life. blasermills.co.uk. Real Estate & Development With you in business, with you in life. blasermills.co.uk Real Estate & Development Blaser Mills Law is one of the top law firms in the South East. We offer a fresh approach to law, with a focus not only

More information

A short guide to housing management

A short guide to housing management A short guide to housing management This guide is about some of the core housing management issues and looks in more detail at the role of tenants in the management of social landlords. You will find about:

More information

Tenants' rights - repairs

Tenants' rights - repairs Factsheet 67 May 2014 Tenants' rights - repairs About this factsheet This factsheet provides information about your rights to repairs in rented accommodation. It explains how your rights may be affected

More information

ARREARS & WELFARE RIGHTS POLICY SUMMARY

ARREARS & WELFARE RIGHTS POLICY SUMMARY ARREARS & WELFARE RIGHTS POLICY SUMMARY CONTENTS INTRODUCTION Page 3 WHAT ARE THE MAIN OBJECTIVES OF THIS POLICY? Page 4 HOW DOES THE WELFARE RIGHTS SERVICE WORK? Page 6-7 GOING THE EXTRA MILE Page 8 WHAT

More information